Versa 2 stopped tracking sleep score

[rad1996]

Hi Everyone,

My versa 2 does not show my sleep score consistantly. I make sure to wear my versa 2 on my forearm for sleep and sometimes I do have a full sleep score as shown in my attachments. However, it has lately stopped showing a full sleep score. I included those screenshots as well. I make sure to to start a sleep log and press "awake" each night and morning and data feed is enabled. I have tried turning it off and on and wearing it on my wrist and forearm (both have worked and not worked). Lately I have only worn on forearm and sleep score never posts like it used to. Note that the relaxation app and other apps work perfectly fine. 

Please help me troubleshoot this.

Moderator edit: updated subject for clarity

[rad1996]

I am unable to attach screenshots. If someone could guide me on how to attach a picture, that would be greatly appreciated. I tried dragging the picture into the message box and it said I was not allowed to attach pictures.

[Rich_Laue]

To attach a photo, let's look at this guide.

Lets find a sleep in question. Tap on sleep event. Look under the chart. Hopefully their will be an excuse. 

 

[MarreFitbit]

Hi there @rad1996, welcome to the Community Forums. Thanks for troubleshooting the heart rate on your Versa 2  prior to contacting us in order to receive your sleep score. 

Please follow @Rich_Laue's instructions in order to attach a photo into your post. 

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see: What's sleep score in the Fitbit app?

Note that we are aware of Sleep Score may take longer than usual to appear in the app. We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

If you are not receiving sleep stages, I recommend considering the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

We're looking forward to your response, keep us posted. 

[rad1996]

Here are the photo's I could not originally attach. As you can see, I attached the nights I get a full sleep score and the nights I do not. As of today, it has been 3 or 4 days and the sleep score still has not uploaded. Last night, I slept with the wristband in the placement you recommended and got the same no sleep score result. Thank you for your guidance. I'm not sure what I should do to as this feels like a software or hardware issue rather than a placement issue. 

[Susanmc63]

Since 12/12, I have been getting nothing in the sleep portion of the app, not even the non-detailed sleep info.  It stopped when the notification issue happened as well.  I am now getting texts, but the sleep data isn’t downloading.

[rad1996]

I have never gotten texts on my versa 2 since I purchased it a few weeks ago. That's another issue I haven't even considered yet. I wanted to tackle this one first. Seems like there's a lot of software issues going on right now that need to be fixed. I also can't connect to my wifi. It shows all available networks except mine and my networks shows full bars on all other personal devices.

[rad1996]

The moderator has not addressed the reason this occured or how to fix it, as I have tried all solutions. I am also unaware of how to sync texts or fix wifi. Can others mark this as "this affects me too" so this gets more attention. The only way they'll fix the software for an update is if this gets attention. Thanks internet queens. 

[Rich_Laue]

Actually the moderator did address this. For sleep score to show, the user needs to see sleep stages. The reason normally is, with no sleep stages, there will be no sleep score. 

The question usually is, why isn't sleep stages being shown? 

There are several reasons for not seeing sleep stages, not long enough of a sleep period, heart rate turned off,the heart rate was not consistent enough. 

For help as to why, we need the user to look below the simple sleep graph and let us know if Fitbit has a reason for the user. Failure to give this reason will not not allow us to give further help. 

Now if the user is seeing sleep stages and not getting a sleep score, the user will need to include this info, so we know what the problem is, or at best we will be giving info that has nothing to do with the problem. 

[rad1996]

I uploaded multiple screenshots that show my problem. Those screenshots and my explanation answer your question: sometimes I get stages shown completely and sometimes just stripes. Per the screenshots. Maybe read the thread before using a rude tone with your customers.

[Stoneycreeksue]

Those screenshots show exactly the same thing that happened to my Versa to was working great until the update was done those are mirror images of mine this has got to have something to do with the update please Fitbit fix

[Monica_29]

I am having the same issue. I turned of sleep insights and it worked for one night and is now back to blank sleep scores. Is there any work around for this?

[Rich_Laue]

@Monica_29 are you getting simple sleep or sleep stages? No sleep score with simple sleep. 

[Stoneycreeksue]

Hi I'm not getting sleep scores or sleep stages unless I manually go into
Fitbit app every morning and it's there and I have to save it but only the
simple sleep is shown.
Thanks Susan

[Susanmc63]

Not only is my sleep not registering (nothing showing up, zero, bupkis), my heart rate stopped registering about a week ago.  By restarting my phone every morning, I can get messages, but these issues persist.

[Monica_29]

I reached out to support. They walked me through a hard reset. Once I did that, I was back in business. I would try that. 

[Rich_Laue]

How do I restart my Fitbit device?

[kate50]

i AM RECEIVING SLEEP STAGE DATA.  NO OXIDATION THO...AND NO SLEEP SCORE ON VERSA2 AFTER TRYING ALL THE RESTARTS ON ANDROID AND VERSA..

i HAD THE OXIDATION WORKING JUST FINE A WEEK AGO....SOMETHING HAS HAPPENED WITH THE HARDWARE OR THE SOFTWARE